ServiceDesk Team Lead

ServiceDesk Team Lead – Drive Excellence in Technical Support Operations for Tabby’s KSA Market

At Tabby, we empower millions of users to take control of their finances through innovative, flexible payment solutions. Our platform enables over 40,000 global brands—including industry leaders like Amazon, Noon, IKEA, and SHEIN—to accelerate growth by offering seamless, interest-free payment options. With over $10 billion in annual transaction volume, Tabby is the fastest-growing FinTech in the GCC, backed by $1 billion in funding and valued at $4.5 billion.

We are seeking a dynamic and results-driven ServiceDesk Team Lead to spearhead the technical support operations for our Kingdom of Saudi Arabia (KSA) market. In this pivotal role, you will lead a high-performing L1 support team, ensuring exceptional service delivery, adherence to SLAs, and seamless escalation processes. Your strategic leadership will be instrumental in maintaining operational excellence, driving regulatory compliance, and fostering a culture of continuous improvement within the ServiceDesk ecosystem.

Key Responsibilities

As the ServiceDesk Team Lead, your responsibilities will include:

• End-to-End Queue Ownership: Oversee daily operations, prioritization, coverage, and backlog management for the KSA ServiceDesk queue, ensuring first response and resolution times meet or exceed SLA targets. Act as the primary point of contact for both support team members and internal stakeholders, conducting thorough problem analysis and resolution.
• Technical Leadership and Troubleshooting: Serve as the team’s lead troubleshooter, personally handling the most complex tickets and setting the technical benchmark for the team. Demonstrate expertise in debugging intricate issues, analyzing logs, APIs, and data to justify or reject escalations with technical precision. Provide mentorship and guidance to ensure the team maintains high standards in resolving both L1 and escalated L2 cases, particularly those requiring KSA-specific context, such as language, local regulations, or integrations.
• Team Development and Growth: Lead the onboarding, training, and professional development of the KSA ServiceDesk team. Conduct regular quality reviews, balance workloads, and create individualized development plans to enhance team performance and cohesion.
• Escalation Process Optimization: Establish and enforce high standards for escalation quality, ensuring clear, well-documented, and context-rich escalations to L2/engineering teams. Monitor escalation flow metrics, bounce-back rates, and resolution effectiveness, intervening proactively to address any deviations or inefficiencies.
• Incident Response and Regulatory Compliance: Take ownership of incident response for critical P1/P2 issues affecting KSA. Coordinate closely with engineering and stakeholders to resolve incidents swiftly and effectively. Lead end-to-end regulatory reporting to SAMA, ensuring full compliance with local financial regulations and standards.
• Bug Identification and Process Improvement: Identify and report technical bugs, conduct root cause analysis, and create actionable development tasks for resolution. Standardize solutions, prepare and update documentation, and develop runbooks to improve operational efficiency and reduce recurring issues.
• Data-Driven Quality Management: Utilize performance metrics such as reopen rates, escalation rates, first response times, and resolution times to evaluate team performance. Implement corrective actions to address deviations and drive continuous improvement in service quality.
• Process and Tool Enhancement: Contribute to the development and refinement of internal tools, workflows, and processes to streamline support operations and enhance overall efficiency.

Skills, Knowledge & Expertise

To excel in this role, you will bring:

• 3+ years of experience in technical support or service desk operations, with at least 1+ year leading a team or shift to demonstrate your ability to mentor and manage high-performing teams.
• Exceptional hands-on troubleshooting skills, with the ability to debug complex cases independently, including log analysis, API troubleshooting, and data interpretation. You should be capable of defending or rejecting escalations based on solid technical reasoning.
• Proven experience in incident management, including P1/P2 flows, incident coordination, and postmortem analysis to ensure swift and effective resolution of critical issues.
• Proficiency with Jira and familiarity with monitoring and logging tools such as Datadog, Grafana, and Kibana to track performance metrics and operational health.
• Strong understanding of software development principles and the ability to write simple SQL queries to support troubleshooting efforts.
• Native or fluent proficiency in Arabic, with B2+ level English for both verbal and written communication, reflecting your ability to bridge linguistic and cultural gaps within the KSA market.
• High level of autonomy, ownership, and proactivity, with a results-driven mindset to continuously optimize support processes and drive operational excellence.
• Experience managing by metrics, enabling you to analyze performance data, identify trends, and implement targeted improvements to enhance team efficiency.

Nice to Have:

• Experience in the FinTech industry or exposure to regulated environments, such as working with SAMA or similar financial regulators.
• Familiarity with ITIL processes, including incident management, problem management, and service level management, to align support operations with industry best practices.

This role is based in the Kingdom of Saudi Arabia, and candidates must be eligible to work in KSA. Join Tabby and play a crucial role in shaping the future of financial technology in the region, driving innovation, and delivering unparalleled support experiences to our users and partners.